Location: Hyderabad, India
Nature of Employment: Full-Time
Working Shift: US (6:30PM IST to 3:30AM IST)
Working Style: Remote
Experience: 4–6 Years
Department: Data
The Opportunity
The Product Support Specialist will serve as a critical point of contact between supplier.io's customers and its internal teams, ensuring timely resolution of product-related issues and delivering a best-in-class support experience. With 4–6 years of hands-on experience in SaaS or enterprise software support environments, the ideal candidate brings strong analytical and problem-solving skills, a customer-first mindset, and the technical depth to investigate, diagnose, and resolve complex product data issues. This role works cross-functionally with Engineering, Product, and Customer Success to drive issue resolution, improve product adoption, and contribute meaningfully to supplier.io's mission of advancing supplier diversity.
What You Will Do
Customer Support and Issue Resolution
- Serve as the primary point of contact for customer-reported product issues, inquiries, and escalations via ticketing systems, email, and virtual calls.
- Diagnose, troubleshoot, and resolve technical and functional issues related to the supplier.io platform, ensuring timely resolution within defined SLA thresholds.
- Manage and prioritize a queue of open cases, providing clear and consistent communication to customers throughout the resolution lifecycle.
- Identify recurring issues and escalate systemic problems to the Engineering or Product teams with detailed documentation and reproduction steps.
Technical Investigation and Root Cause Analysis
- Investigate product defects, data discrepancies, and workflow failures by analysing logs, database records, and system configurations.
- Use internal tools, SQL queries, and platform dashboards to trace issue root causes and validate resolution outcomes.
- Collaborate with Engineering teams to reproduce bugs, validate fixes in staging environments, and confirm resolutions before communicating back to customers.
- Maintain a structured record of investigation findings, workarounds, and resolution steps for future reference and knowledge sharing.
Customer and Product Guidance
- Guide customers through product features, configurations, and best practices to maximize platform adoption and value realization.
- Deliver clear, accessible explanations of technical concepts to non-technical stakeholders through written and verbal communication.
- Conduct walkthrough sessions with customers to address usage questions, clarify product behavior, and support milestones.
- Proactively identify customers at risk of dissatisfaction and coordinate with Customer Success Managers on retention and resolution strategies.
Documentation and Knowledge Management
- Create and maintain high-quality support documentation including FAQs, troubleshooting guides, and known issue articles in the internal knowledge base.
- Document case details accurately within the CRM/ticketing system, capturing customer context, investigation steps, and resolution outcomes.
- Contribute to the continuous improvement of support processes by identifying knowledge gaps and suggesting process enhancements.
Cross-Functional Collaboration
- Partner with Product Management to communicate customer pain points and feature requests that inform roadmap prioritization.
- Coordinate with the Implementation and Delivery teams to ensure smooth handoffs for customers transitioning from to steady-state support.
- Participate in product release reviews to stay current on new features, known issues, and changes that may impact the support queue.
What You Will Bring
Experience
- 4–6 years of experience in a product support, technical support, or customer success role within a SaaS or enterprise software environment.
- Demonstrated experience managing customer escalations and driving issue resolution in a high-volume, fast-paced environment.
- Prior experience working with CRM and ticketing systems such as Salesforce, Zendesk, Jira Service Management, or similar platforms.
Technical Skills
- Proficiency in SQL for querying databases to investigate data-related issues and validate system behavior.
- Familiarity with REST APIs and the ability to use API testing tools such as Postman to diagnose integration-related issues.
- Working knowledge of cloud-based SaaS platforms and standard web technologies (browsers, authentication, data formats such as JSON/CSV).
- Ability to read and interpret application logs and system-generated error messages to support root cause analysis.
Analytical and Problem-Solving Skills
- Strong structured thinking with the ability to break down ambiguous issues into clear, investigable components.
- Ability to manage and prioritize multiple open cases simultaneously while maintaining quality and SLA adherence.
- Detail-oriented with a methodical approach to troubleshooting and documentation.
Communication and Customer Engagement
- Excellent written and verbal communication skills in English, with the ability to simplify technical information for a non-technical audience.
- Proven ability to build trust with customers through consistent, empathetic, and solution-oriented communication.
- Experience collaborating with remote and cross-functional teams across multiple time zones.
Nice to have
- Experience in supplier diversity, procurement, or supply chain technology domains.
- Familiarity with data quality, entity matching, or business firmographic data concepts.
- Exposure to agile development processes and ability to work closely with Engineering and Product teams.
- ITIL Foundation certification or equivalent support framework knowledge is a plus.
